AccountId: 011433970860
ContactId: dfc57f38-6d39-4f67-a516-848a4334d5ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494989 ms
Total Talk Time (AGENT): 179691 ms
Total Talk Time (CUSTOMER): 157901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/dfc57f38-6d39-4f67-a516-848a4334d5ee_20250410T20:51_UTC.wav
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[CUSTOMER][NEUTRAL] I see it.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in regards of closing an account and having the payment taken out of the new account.
[AGENT][NEUTRAL] OK, you need to change the payment on a policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, do we have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's 00433499.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] All right. And then if I could get the name and date of birth on the policy, please.
[CUSTOMER][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then if I could also verify the address and email we should have on file.
[CUSTOMER][NEUTRAL] OK, and that's another thing we need to change the address to we, she, she sold her house and moved. This is her daughter. She's right here with me. The address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the address, but we also need to change the address.
[AGENT][NEUTRAL] That's actually what we have on here, um, but that's not the current one, right?
[CUSTOMER][NEUTRAL] No, no, we need to give you the current one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the current one?
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, the zip code was [PII].
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][POSITIVE] Thank you. I went dyslexic there for a minute, sorry.
[CUSTOMER][NEUTRAL] That's OK, understand.
[AGENT][NEUTRAL] OK. So, all right. um.
[AGENT][NEUTRAL] Um, so are we changing the routing and account or is it just the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Both? OK.
[CUSTOMER][NEUTRAL] The routing and the account we're we closed that down from the other town and we've opened a new one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we will need um a new bank draft form filled out and then returned to us and I can email that um the email on here is a Gmail account it's [PII] or I can send it to your email if you prefer and then um as far as go ahead I'm sorry.
[CUSTOMER][NEUTRAL] If you like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. No, no, no, go ahead.
[AGENT][NEUTRAL] Oh, I was just gonna say as far as getting it back to us um you can email it, you can fax it or put it in the US postal mail.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so it needs a void check with so you have the routing and account number, is that what you're telling me?
[AGENT][NEUTRAL] Yeah, you don't have to give us like a voided check or anything basically we just need the form filled out and then returned back to us so and signed that's it yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how will you get the new account number?
[AGENT][NEUTRAL] You're just gonna fill it out on the sheet with the routing information so you're just gonna, yeah, fill out all that detail and then have her sign it so it's basically an authorization to take the payment from the account.
[CUSTOMER][NEUTRAL] I went
[CUSTOMER][POSITIVE] OK perfect can I give you my um email address so I can print it off for her?
[AGENT][NEUTRAL] Mhm. Absolutely.
[CUSTOMER][NEUTRAL] Because she doesn't have a printer.
[AGENT][NEUTRAL] Yeah, what's your email?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] A N D B as in boy, Cross C R O S S.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm getting that sent to you now. Do you have any other questions, concerns?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I can make sure I get it.
[CUSTOMER][NEUTRAL] Did you send it to me now? is that what you said?
[AGENT][NEUTRAL] Mhm, yeah, I just sent it.
[AGENT][NEUTRAL] May take just a minute or two.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll be coming from, it should be coming from care team at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You send it to your number?
[CUSTOMER][NEUTRAL] Yeah, she sent it to my email address.
[AGENT][NEUTRAL] And it starts with [PII].
[CUSTOMER][NEUTRAL] Uh-huh, that's it.
[AGENT][NEUTRAL] OK, I just wanna make sure I wrote it down right.
[CUSTOMER][NEUTRAL] Yeah, that's it. I mean.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me close out and go back in and see if it all.
[CUSTOMER][NEUTRAL] Open up.
[CUSTOMER][NEUTRAL] Sometimes it just takes a little while.
[AGENT][POSITIVE] Yeah, also any time that you if you ever need um like claim forms or anything like that you can also get these on our site they're um.
[AGENT][NEUTRAL] At [PII], it's also just another option just for your own information.
[CUSTOMER][NEUTRAL] Let me see that's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] I was making sure what didn't go back into junk uh.
[CUSTOMER][NEUTRAL] I think she said it's tonight.
[CUSTOMER][NEUTRAL] OK, I just got it.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] And then the address and all the information, yeah, all the address information has been updated on the policy as well, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You guys have a good rest of your day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.